Get tickets to the right agent based on their expertise so that they receive a ticket they can efficiently solve, every time.
Let Zendesk Support do the heavy lifting
Often, customers reach out to customer support with the same issues. Assigning similar tickets to specific agents who are trained on categories of requests can help streamline complex ticket workflows. Skills-based routing enables your organisation to scale and maximise team productivity simultaneously.
Solve more requests, faster
Agents can see tickets that match their specific skills in Views. This reduces the number of hours agents spend on manually routing tickets and finding suitable tickets to work on.
Efficient ticket routing enables agents to specialise in certain types of tickets, which decreases overall ticket resolution time.